Triumphrat

Prshguy · 03-15-2005

Just got off the phone with Howard, the owner of Performance Cycle in Sacramento and I'm really steamed. After hearing such great things about the ST, I took the plunge and bought my first Triumph. Went to Performance to buy one but they didn't have one, so ended up having to go to L.A. to find one.

I went in last Wednesday to get some minor issues taken care of under warranty such as an errant fuel gauge, a frame nut that came off, some rubber grommets that were over-tightned by the factory on the front fender, and such. I'm told to call back in a couple of days and he'll look in to it.
So I wait patiently, here we are 7 day later, so I called. I was told "I'm too busy right now to look in to it, I'll get to it when I can". I said that I was missing a bolt from the front fender and was concerned at which point he told me to find another dealer.

So here I am with a bike that needs warranty work, needs the fuel fitting recall done and an authorized dealer who basically tells me to piss-off and take my business somewhere else.

Maybe its time for the ST go in the paper. I'm not going to spend 4 hours fighting San Francisco Bay area traffic everytime I need service or warranty work. Life's just too short and there are plenty of dealers who want the business.

Does Triumph read this site, I hope so. I'd like to hear from them. Am I wrong to feel this way?

Trophy4 · 03-16-2005

Did you ask Performance if they could get you an ST? Perhaps from another dealer? If you asked them to find you one, and they weren't able to deliver, then I'd think you have some right to be pi--ed at this kind of service. If you simply called, asked if they had one, then went elsewhere, or if they said they could find you one, but you went elsewhere for whatever reason, without discussing the situation with them, then they're acting normal -- you bought a bike elsewhere, taking profit from them, and now you want them do warranty work, correcting, in a couple of those instances, someone else's screw-ups (missing screw, etcetera). No dealer in the world makes money on warranty work, and some dealers will do the small stuff for their good customers, but not send in the paperwork to the manufacturer, just because it's too much of a hassle for too little remuneration, and they'd rather keep their good customers happy!

If you want to keep on good terms for future services with Performance, you might want to go back to them and see if you can work something out that's satisfactory to both of you -- ie, take it back to the dealership you purchased your bike from for this initial warranty, but tell them that all future dealer servicing will be at Performance, as long as they treat you fair, or something like that.

FWIW, I have no connection with Performance, wouldn't know any of their staff if I ran over them tomorrow, but I am in business (bicycles), and I know how it is in my business!

03-16-2005

Bull! They're a Triumph dealer. Fix the bike or get the part. That's what a dealer network is about. I'll bet Triumph doesn't think it's OK for Performance to behave that way.

Bruce19

Fed · 03-16-2005

I have to side with Performance Cycle on this. Yes, they are a Triumph dealer, but you bought your bike (and sent the resultant profit) with someone else. Performance owes you nothing when it comes to warranty work, they've got their own custmmers to take care of.
Having said all of this, a reasonable approach could be a sit down chat with Performance outlining why you bought the bike somewhere else and how you'd prefer to have your maintenance work done at Performance Cycle in the future.

MickMaguire · 03-17-2005

Quote:

On 2005-03-16 17:13, bruce19 wrote:
Bull! They're a Triumph dealer. Fix the bike or get the part. That's what a dealer network is about. I'll bet Triumph doesn't think it's OK for Performance to behave that way.

I must admit I concur 100%

I often wonder how people stay in business acting in such purile ways. What will happen here is that by them having this tantrum and pissing Prshguy around, he will go and tell everybody he can to avoid Performance Cycle (and can you blame him?). In turn Performance Cycle will lose business somewhere along the line from it.

Good business sense involves treating every customer like they are important, they are the most important. Satisified customers return the favour by doing your advertising for you (as do bad ones!).

MickMaguire · 03-17-2005

Quote:

On 2005-03-16 17:13, bruce19 wrote:
Bull! They're a Triumph dealer. Fix the bike or get the part. That's what a dealer network is about. I'll bet Triumph doesn't think it's OK for Performance to behave that way.

I must admit I concur 100%

I often wonder how people stay in business acting in such purile ways. What will happen here is that by them having this tantrum and pissing Prshguy around, he will go and tell everybody he can to avoid Performance Cycle (and can you blame him?). In turn Performance Cycle will lose business somewhere along the line from it.

Good business sense involves treating every customer like they are important, they are the most important. Satisified customers return the favour by doing your advertising for you (as do bad ones!).

aldtech · 03-17-2005

You people supporting the dealer must have your heads up your rectums, that is total bull. A customer is a customer and it does not matter if they bought their product from you or the next guy down the road.

I work in computer support/repair industry and if a customer walks in my door or calls to arrange warranty service on a product that has failed and I am an authorized service center for it, it is my obligation to fix it no matter who they bought the product from. If I say no then I would loose my certifications and be out of a job in no time.

This same standard is what should be held up for all vendors whether they be cars, motorcycles or house appliances. Vendors do not have the luxury to pick and choose. If they are an authorized dealer/service center then they have the duty to do any and all warranty work.

AL D.

'01 Trophy 1200

[ This message was edited by: aldtech on 2005-03-17 10:41 ]

aldtech · 03-17-2005

You people supporting the dealer must have your heads up your rectums, that is total bull. A customer is a customer and it does not matter if they bought their product from you or the next guy down the road.

I work in computer support/repair industry and if a customer walks in my door or calls to arrange warranty service on a product that has failed and I am an authorized service center for it, it is my obligation to fix it no matter who they bought the product from. If I say no then I would loose my certifications and be out of a job in no time.

This same standard is what should be held up for all vendors whether they be cars, motorcycles or house appliances. Vendors do not have the luxury to pick and choose. If they are an authorized dealer/service center then they have the duty to do any and all warranty work.

AL D.

'01 Trophy 1200

[ This message was edited by: aldtech on 2005-03-17 10:41 ]

Shorty · 03-17-2005

I'd have to agree with aldtech. If one is an authorized service center and if you are a certified warranty station for a product, you have to support that product (including warranties).

I don't know about Triumph, but usually certified warranty stations get a hell of a discount structure on parts and other things.

What would you do if you were to travel cross country and something went wrong with the bike under warranty miles away from your dealer? I would be PO'd if a warranty center would refuse to work on my bike because I didn't buy it from them.

Shorty

Shorty · 03-17-2005

I'd have to agree with aldtech. If one is an authorized service center and if you are a certified warranty station for a product, you have to support that product (including warranties).

I don't know about Triumph, but usually certified warranty stations get a hell of a discount structure on parts and other things.

What would you do if you were to travel cross country and something went wrong with the bike under warranty miles away from your dealer? I would be PO'd if a warranty center would refuse to work on my bike because I didn't buy it from them.

Shorty